ComplaintsforBooks-A-Million, Inc.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The cashier signed me up for three magazine subscriptions without my knowledge. I told her I don't want any magazine subscriptions. She said it was too late, and to call the customer service number on the receipt. I asked for a manager, she told me the same thing. I called the number, and was told I have to call back in 24 hrs. I did , got a recording saying they were closed on Sunday and to call back on Monday. I did, each time I called when I got to the part about wanting to cancel they cut me off. The phone went silent. This morning I got a phone alert that my debit card was used. There were 4 transaction taken out of my bank account to mags.com. I have since gone to my bank, disputed the charges and had to get a new debit card. Not only can you not sign people up for subscriptions without their knowledge, it is illegal to give out someones debit info without their knowledge. Please help me resolve this issue, and make sure it can not happen for anyone else.

  Business response

  09/11/2024

  We located an order for Southern Living, People, Better Homes & Gardens and Allrecipes that was placed on September ******, through Books-A-Million (Order# 885947095) 
  We have cancelled these subscriptions today and there was no refund due since the customer was still within their trial period.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I went to Books-A-Million to pick up a few things. While checking out, the cashier asked if we would like some free magazines. While we weren't interested, he persisted saying there was no risk and they were free. We said sure, thinking they were samples or something along those lines. He then printed a slip and handed it to my wife to sign. She signed thinking it was a credit card slip since she had just ran her card. Afterwards she noticed it mentioned auto renewal. I asked the cashier if this was a subscription based thing to which he responded no, it was a free trial. Finally, on the third time asking, he confirmed she would be charged. I told him to cancel it to which he said there was no way he could, and we'd have to call (mags.com) to cancel. There was a line forming so to be courteous to the other guests, I didn't pursue it further. I then walked over to a manager to voice my displeasure about the encounter. The manager assured me it wasn't an auto renewing subscription and that they'd just send a card to fill out if I wanted to keep the subscription. I told him that's not what the cashier had said and the manager assured me it was not auto renewing. Once we made it to the next store, I read the receipt and it explicitly states not only is this auto-renewing, but it was by a 3rd party so our data was being transmitted to this third party. When I called the 3rd party, they said they don't have any record of the transaction. I asked how long it would take so I could get this cancelled. They told me anywhere from 4 to 12 weeks before I could get this cancelled.This is beyond unacceptable. To lie to your customers just to boost your subscription numbers is an extremely poor business practice.

  Business response

  08/13/2024

  We were able to resolve this complaint with the customer.  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/01/2024 - I made a purchase at Books-A-Million in **********, SD for books in the amount of $148.14. The cashier (I did not know the name) asked if I wanted to subscribe to any magazines. I told her no I did want any magazine subscriptions. The next day, my daughter noticed that there were charges on her account - I'm an authorized user and used this debit card for her account on 4/24/2023 in the amount of $47.90. On 4/24/2023 I was subscribed to various magazines at the time of purchase that I never agreed to. Since then I was charged (on my daughter's account) $201.16 for magazine subscriptions I didn't agree to. We had many deaths in our family and didn't notice the charges coming out. We've spoken with Books-A-Million and all they give is a number ***************) for the magazine company (Magazines for Millionaires) and a website (www.mags.com) and basically BAM is basically stating that they cannot resolve this, we have to go through the magazine company, even though the cashiers have been subscribing me to these at the time of checkout when I specifically tell them no. We have contacted the Magazines for Millionaires on 7/2/2024 and they said they would issue a refund of $245.03, for the most recent transactions, in 2-3 business days. Now, when we speak with them they say they tried to issue a refund but the card was declined. I called the bank to make sure the card is active and it still is. They're saying if they can't refund on the card they said they will issue a check that will arrive in 2-3 weeks. This is completely UNACCEPTABLE. I am an elder who lost my husband recently. I spend a lot of money at Books A Million and have been taken advantage of by BAM subscribing me to magazines at checkout when I didn't authorize them to do so. Since 4/24/2023, we've been charged $446.19 for magazine subscriptions that I never authorized. I did receive some magazines and didn't know where they were coming from. I have a Books-A-Million membership from 4/24/23.

  Business response

  07/09/2024

  We will reach out to the company that distributes the magazines and resolve the matter.  We will also reach out to the customer via email to let her know what the results are.  

  Customer response

  07/09/2024

   
  Complaint: 21958798
  
  I am rejecting this response because:  I received a message from Books-A-Million and they are asking for a few days to research.  I understand they need to do research, but as long as I am due a refund I will not say this issue is resolved.  When I am refunded then I will consider it resolved.  I have been dealing with this since July 2, 2024.  I don't understand how my debit card worked fine for them to bill me for the magazines, but when it came time to refund then they claimed the card was declined.  I checked with the bank and the card is active so it should not have declined.  Books A Million could have had the decency to call me instead of just emailing me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I went into the Books a Million store in ****, **, I was signed up by their clerk for their membership program with a $25 annual charge. I saw the charge for this year, so after reporting the fraud to my bank, I called Books a Million customer service and they refunded for current year only. I asked if I had been charged for prior years and they tell me they cannot see this history. I asked when I was signed up and they said 2022. They have no record that I have ever used this membership, but they refuse to refund any prior charges. They told me they have proof that I signed up for the membership. The proof they provided to me is a receipt that is NOT signed by me. They have NO record of me signing up or ever using this membership because I did not sign for it. The clerk signed me up for it unbeknownst to me - probably one of their sales tactics. The women on the phone were rude to me. The first woman went to do "research" and then hung up the phone. When I called back, the second woman told me she had proof that I had signed up. She told me she did not have my email address. I refused to give them any additional personal information and I called them a bunch of crooks. She emailed me a receipt (even though she said she did not have my email address) that does NOT have my signature and she turned me into her manager for calling them crooks. I am lucky that I found the charge on my card, but there are probably many who do not see the charge. I want this company investigated and all monies stolen from customers refunded. There is no signed receipt or evidence that I used this membership because I did not sign up for it.

  Business response

  04/02/2024

  We have followed up with the customer via email today.  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/21/23 I made a purchase online for $41.45 for same day delivery, the order# is *************. I never received delivery of the book in which i purchased. When I called books-a-million they could not track the item & informed me to call ******************* because ******* was subcontracted to deliver the book call "Mom's Story" on behalf of books-a-million. When I asked for books-a-million to provide me with the picture taken after the book was delivered, they said they were unable to provide me with that information (how convenient). When I called the main customer service for *******, they inform me books-a-milllion was responsible for all things related to the order. ******* informed me to call the book-a-million. I've called both locations on 3 separate occasions and still have not received any resolution. I am requesting reimbursement of the $41.45, and I will not be doing business with a vendor who takes advantage of customers. I request a full refund immediately back to the debt card in which I made the purchase from.

  Business response

  12/26/2023

  I am researching this and will respond to the customer via email within 24 hours.  .  

  Business response

  01/10/2024

  This was resolved on Jan 4, ****

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 22,2022 I obtained a book for purchase at Booksamillion. ( The bookshop on the corner, ***********************) The sticker price on book including the imprinted price from publisher both stated the book was $14.99. However the book rang up for $18.99. The cashier said this is a comment issue as the publisher will oftentimes change the price once it is in the store. I informed her that bait and switch is illegal. Her manager confirmed this fact. The manager did offer to give it to me at the sticker price once I asked for a refund. If this is a common occurrence, is there something legally that should be done to warn consumers. I have never had this issue with any other bookstore. I did keep both receipts for the purpose of sharing this information.

  Business response

  12/26/2023

  Generally, this is not a common thing.  Known publisher price changes are part of the markdown/mark up process at different times throughout the year. If there is a discrepancy, the store associate will report this via the ticket system and provide a refund of the difference to the customer.  

  Customer response

  01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving random magazines for 3 years. Until today, there have been no charges on my account. A couple of years ago I called to see where the magazines came from and attempted to cancel but the company told me they were paid via money order. Today I saw the pending charges on my account and learned booksamilliin was the culprit. I NEVER AGREED to a magazine subscription free or not. I was scammed. Now booksamillion has provided MY bank information to a third party and I have to trust my money is returned and the subscription is canceled. This is extremely shady business practices and I will never shop at any store associated with this company.

  Business response

  08/30/2023

  I have sent the customer a copy of their signed magazine offer receipt along with an email regarding their charges and refunds.  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Near the end of 2022, about November, I visited the Books-A-Million shop in the ************* in *****, **. When I was ringing out I was asked by the cashier who was training another employee if I would sign up to receive 3 free magazines, but they neglected to mention that these would be continuously charged subscriptions to these magazines. After I received the initial charges in late November/early December for the service I did not sign up for I immediately contacted all 3 magazine providers and was told over the phone that the subscriptions were cancelled on their end, however the charges have not stopped suggesting the accounts were re-instated at some point against my will and without my knowledge. Now I have been fighting for months to get these subscriptions cancelled because I:1.) Was not informed there was ANY subscription of ANY kind involved 2.) Did not consent to a subscription of ANY kind 3.) Did not consent to my credit card/billing information to be given to ANY third party 4.) Was not given details about the subscription such as how to cancel or even who the subscription is through (I found out it was not directly through the magazine companies when National Geographic said they could not cancel because it was through a third party)5.) Was not given an account number for the third party company the subscriptions are going through This is frankly ridiculous. I believe I am owed a full refund for every cent that was taken out of my bank account by ********************** for these subscriptions, and I will anxiously await a response.

  Business response

  05/26/2023

  I have sent an email to the customer today, May 26th to let them know we will be researching her complaint.  She can expect a response within 5 business days or sooner.  Thank you. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife purchased some items as Christmas presents. As she was checking out, the cashier said since she spent over a certain amount, she was entitled to choose several free magazines. My wife said no, she didn't need them, but they insisted. She then asked if there were any charges associated with the magazines, to which she was told no, they were free. After a month, we began getting charged for four different subscriptions that we were unknowingly signed up for. We tried to dispute these at the bank, but they said there was nothing they could do about it, and to contact the business. We went to the store, and they also said there was nothing they could do and to contact the magazine company. The magazine company also claimed there was nothing that could be done. For four months now we have been getting charged, all while actively trying to stop it, and have been taken for a total of $242. We even locked and cancelled our cards, but the charges keep going through. The original transaction date was 12/21/2022, and the original purchase was for $94.60, not including any magazine purchase. We would like a full refund for $242 via check sent to our address (**********************************************************************************************) as well as a cancellation of the subscriptions.

  Business response

  04/14/2023

  I have sent the customer an email today and opened up a support ticket for more store information, so I may follow up on this and resolve. Thank you. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have witnessed many employees at the 2nd and ******* be openly disrespectful to one another and to customers. When you look at their online review 5.4% of their reviews are one star. I have witnessed the general manager fire two store managers for theft without proper proof, relying on the words of a friend as "evidence". All because of a strong dislike towards the two store managers. Employees such as ******, *****, *****, *****, *****, *******, ******, ****, ****, *****, Etc. Are incredibly rude to everyone minus a select few of their co-workers. The assistant manager ****** has had her significant other in the store on many occasions displaying strong scenes of PDA in front of small children. I have also noticed a very strong distaste for newer employees when they ask questions or when they ask for help. The Buyback process is a complete scam, employees will call dibs on items as they are brought into the store for a consultation. They do not hold true to promotions and coupons. Employees such as ****, ******, *****, Etc. Have audibly cussed out customers on the phone. The list goes on and on if the father company would read the reviews left at this store.

  Business response

  02/27/2023

  Thank you for the feedback and we have forwarded it to the appropriate department.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩